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London, United Kingdom |
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Subscription Required |
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Role synopsis
IST IT&S operates a Service Operations organisation with global accountability for service desk, desktop support, market data, trader voice and service improvement and strategic projects that are specific to the unique time and compliance sensitive trading environment. IST IT&S maintains a close relationship with GOI for the provisioning of group services including networks, enterprise systems, active directory, desktop build etc.
The Subject Matter Expert (SME) in each region will be an individual with expert knowledge of the operating environment to act as the second in command to the RSOM. The SME will be responsible for facing off against the CI Analysts to ensure that all changes, including global processes, new services, implementations etc are fit for purpose to the regionally specific issues, that local procedures are adapted and adequate training is provided to the teams and users as required.
Key accountabilities
- Process documentation is consistent with IST IT&S standards and industry best practice (ITIL)
- Ensure all members of regional team (Service, Desktop and Market Data) are fully briefed, training and certification within plan.
- Works closely with Continuous Improvement analyst to conduct ongoing audit / review of regional processes whilst identifying solutions and coordinate / deploy new processes and tools to the Regional Service Operations team
- Local coordination of incident resolution and activities.
- Mentor to new hires and process expert for the team
Essential criteria & qualifications
Demonstrable leadership experience of two plus services provided by the regional teams including:
- Service Desk, Desktop Support, Trader Voice, Market Data, Messaging, Audio Visual
- Demonstrable experience designing, optimising implementing global processes in a trading environment
- Demonstrable experience of influencing and embedding change in an operational environment
- Experience of interpreting performance data to developing / implementing process improvements.
- Experience of interpreting and implementing global processes to ensure compatibility with regional differences.
Competencies:
(Levels range from 1 to 5. They are: 1 = Awareness, 2 = Basic Application, 3 = Skilful Application, 4 = Mastery, 5 = Expert)
Technical Skill:
- Change management – level 2
- Configuration management ¬– level 2
- Problem management – level 2
- Service desk & incident management – level 2
Technical Environment:
- Process and governance framework – level 2
- Existing product & technology skills - level 1
- Delivery lifecycle – level 2
Behavioural Skill:
- Working with autonomy – level 2
- Being influential – level 2
- Managing & developing self & others – level 2
- Dealing with complexity - level 2
- Managing change – level 2
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